令人滿意的客戶服務(wù)

1.正確理解客戶服務(wù)
客戶服務(wù)的基本概念
客戶服務(wù)對于企業(yè)和員工的重要意義
職業(yè)化的服務(wù)對客服人員的要求
我們的客戶：內(nèi)部和外部

2.令人滿意的客戶服務(wù)
客戶滿意度理論
客戶對服務(wù)的5個要求
正確理解并滿足客戶的要求

3.客戶服務(wù)的旅程
準備階段

接觸階段
自我管理技巧
觀察
人際關(guān)系能力

理解階段
傾聽技巧
提問
重新組合

說服階段
客服的表達
說不的技巧
達成共識

結(jié)束階段
確?？蛻舾械綕M意

4.客戶投訴和異議處理
與客戶的情緒打交道
正確應(yīng)對客戶的抱怨
3F 法則
處理異議方面的常見錯誤

1. Understanding customer service
Basic concept of customer service
Why does customer service matter for both organization and employees
Competency requirement for customer service professionals
Internal and external customers

2. Satisfactory customer service
Customer satisfaction theory
5 expectations on good service
Understanding and satisfying clients' expectations

3. The journey of customer service
Preparing stage

Contacting stage
Self management
Observation
Interpersonal relationship management

Understanding stage
Listening skills
Questioning skills
Recombination

Persuasion stage
Using effective expression to affect your customers’ decisions
Saying no
Gaining agreement

Conclusion stage
Insuring client satisfied

4. Handling complaints effectively
Dealing with clients’ emotions
Handling customer complaints effectively
3F tactic
Common mistakes in complaints handling